Archive for the 'press coverage' Category

NPR Jumps Into ‘Customer Rage’ Debate

Published
by
Nick Ezzo
on April 3, 2009
in caller experience and press coverage
. 1 Comment
Free Press/Simon & Schuster, Inc.

There was a really great segment of NPR’s Talk of the Nation called ‘Your Call Is (Not That) Important To Us‘ (March 31, 2009).

For her new book, author Emily Yellin did extensive research around the concept of “customer rage” and found a way to to quantify the exasperation we feel when we call into contact centers.  For example:

  • 70% of callers feel rage
  • 28% yell at the customer service rep
  • 8% curse at the customer service rep
  • 15% want revenge
  • 1% actually get revenge

Despite all of this hostility, the segment ends on an upbeat note:

Fortunately, Yellin thinks it’s possible things will improve. She concludes that thanks to the Internet and global competition, companies are going to have to take their customers’ needs more seriously.

Let’s hope so!

Deal or “New Deal”?

Published
by
Nick Ezzo
on March 23, 2009
in press coverage
. 0 Comments

Last week, TuVox made the first major announcement of 2009 with the press release ‘TuVox “New Deal” Revolutionizes Speech Application Ownership’.

To summarize:

With the TuVox Accelerated ROI Program, companies pay a substantially reduced upfront implementation fee for the configuration and set up of their TuVox On Demand voice automation solutions.

We had a great week for coverage of this concept.  To paraphrase Dan Miller of Opus Research:

More recently, thanks largely to efforts by Tuvox and a small cohort of application development and management specialists, enterprises are being offered speech solutions in a way that more closely matches spending to business benefit.

Another positive response came from Speech Technology Magazine:

…the program reduces up-front costs common to speech technology implementations and upgrades. And this… allows enterprises to quickly see the financial benefits of a speech investment.

I’ll keep updating this as we get more coverage.  Thanks, everyone!